Description and Requirements

This job requires a 6 days work week and rotational shifts

Job Responsibilities:

. Monitoring service performance as per KPI and SLA

. Incident and Problem Management with Root Cause Analysis documentation

. Create SOPs and confluence document of required process/procedure for reference purpose

. Arrange KTs and Training sessions as per requirements to improve performance to achieve customer satisfaction

. Ensure that specific and measurable targets are developed for all IT services

. Monitor and improve customer satisfaction with the quality of service delivered

. Monitor service performance against SLAs

. Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered

. Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so

. Review and revise underpinning agreements and service scope, Produce service reports

. Should be flexible to work in rotational shifts

. People management includes roster management, performance management, attendance management

. Ensure team performance target should possess the client satisfaction and as per KPI and SLAs

. Manage the incidents, problems, escalations etc. with quick resolution and should maintain the root cause analysis documentation for reference purposes.

Other Requirements:

. 4-8 years of service delivery experience

. Graduate in any discipline

. Shows great commitment to the work

. Knowledge of ITIL framework understanding.

. PMP/GB/BB Certificate would be preferred

. Strong Interpersonal skills, tenacity and flexibility

. Proficient in MS Word, Excel, Access, PowerPoint

. Ability to manage and prioritize tasks efficiently

. Readiness to demonstrate a proactive attitude

. Excellent verbal and written communication skills

Incident Management Shift Lead